Forum Heroes

Our Heroes are outstanding customer professionals, with exceptional personal contribution in developing professionalism and best practice.


2021 Best Practice Programme

We have now launched our programme of activity for 2021, combining the very best of virtual and face-to-face to offer you a variety of ways of maximising your membership.

The forced virtual environment of 2020 has given us a huge learning opportunity to understand how we can grow our community, make more events easier to access whilst still ensuring value. 

These can be accessed through your membership, or pay-as-you-go.

Partner Article: Look forward not back: 4 ways to future-proof your contact centre

Heightened customer expectations are here to stay and are having a huge impact on technology in contact centres. Ed Creasey at Calabrio shares a forward-looking plan for the “new normal”. 

Planning for field operations: optimising routing & regions

Field planning is changing, with huge benefit by softening regional borders or increasing flexibility, from both an efficiency and engagement perspective, and some organisations more supply-led in the way they set appointments

Partner Article: Calabrio Unveils New Platform for a New Era of Workforce and Customer Engagement

First-ever virtual Calabrio customer conference showcases cloud-based WEM platform designed for the modern, agile contact centre

Virtually Everything!

Bringing people together is at the heart of The Forum’s vision and values. It was not that many years ago that virtually everything we did was face-to-face, onsite in venues and hotels, now virtually everything we do is virtual. This has been a huge learning opportunity for us, and as we look to create our best practice programme for 2021 and plan our next face-to-face events, I thought it would be good to share our journey during 2020.

Partner News: How to Calculate Contact Centre Spin

Read how Call Centre Helper investigate the mysterious metric of contact centre spin and explain why it can be such a headache for contact centre planners.

Why it pays to add AI to the shopping list

When it comes to sustainability, consumers are clamouring for change and driving the corporate agenda. Henry Jinman of EBI.AI shows 3 ways ethical retailers are using the power of Artificial Intelligence to create a sustainable shopper experience. 

2020 Forum Heroes

For 10 years our Forum Hero Awards have spotlighted role models for each community of best practice - individuals who stand out for how they learn and share. For 2020, we recognise 3 further Forum Heroes

Partner News: Aspect Announces General Availability of Aspect Via® 20, Its World-Class Enterprise Cloud Contact Center Solution

The only fully-featured enterprise cloud contact center solution designed to meet the demands of large enterprises.

2020 Vision: what skills help the modern analyst stand out clearly?

The role of an Insight Analyst has evolved significantly over the last 20 years. Simply being good at Excel is no longer enough. So, take a look at the seven top skills we see developing among successful analysts, setting them up to produce great insight for the next 20 years.

Planning for COVID-19 Series Takeaways

Just as lockdown was announced we launched our Planning for COVID-19 series of learning module webinars. Starting back on 24th March the first module covered forecasting, followed by sessions on homeworking, scheduling, real-time, mental health and creating future business continuity. These free webinars were designed to provide supporting knowledge to help Planners during this unprecedented time. The additional Networking session brought together the group to discuss and share their experiences. The last in the series looked at capturing learning and using COVID-19 as a catalyst to shape the strategy and build for the future.

Jeopardy management: real-time in field, branch or back office

The very best teams are adding insight, are agile and able to react quickly to changes. They feed learning from the day into the Planning Cycle, to inform future decisions, and have operational playbooks or incident management plans in place, helping build stakeholder trust.

How can choosing the right metrics bring your strategy to life?

Do we present people with more information than they can realistically act upon? It could be insightful, but insight without action delivers no value. What happens, instead, if people look at information and immediately do something with it? They love it and want more!

The Learning Academy: invest in yourself and your people

With a major expansion of our learning materials in the last 12 months, see how members are creating personal development pathways for their own needs, as individuals or organisations. Learning is accessible virtually or face-to-face and can lead to professional accreditation

How can we release the value of partners in transforming our business?

Great partnerships have this in common, both teams become increasingly in demand. With technology transformation a key challenge for business leaders, see how these brilliant award finalists brought learning from the outside that deliver on key organisational objectives.

Target Typology: how are your measures & targets understood?

Are your key metrics understood? What behaviours are your targets driving? Learn about different types of targets and the misconceptions that surround them. Why not look afresh at what happens today in your organisation and how you might move forward?

Creating great online journeys and the role of face-to-face service

Is face-to-face part of a wider omni-channel strategy? What is a great online journey? Paul Smedley highlights ways to update yourself with new developments and create a workforce strategy and operating model that can be sustained, for both organisational ethos and costs.

COVID-19: learning how to plan for the unexpected

If ever there was a time for good planning, this is it. This pandemic has been without doubt ‘disruptive’. Not only do we need to respond ‘in the moment’, but it can also be a positive catalyst for rethinking our operating model and strategic objectives.

Digital challenge: why do data-driven organisations perform better?

Data matters, because it’s helping us grow new opportunities, offer new services and drive huge efficiency. So, what does this mean for analysts and business leaders? How do we seize this opportunity for our organisation? Read about the emerging trends and learn from great case studies.

Explore the new best practice framework for quality & improvement

The purpose of quality and improvement teams is to continually review and improve. Success comes when we have a defined role and purpose in the business and our work cycle powers change, acting like a heartbeat in an empowering, customer-centred performance culture.

2020 Vision: planning teams as the beating heart of a business

The 2020 Team Awards demonstrate how Planning has become central, supporting transformation, influencing change and shaping the business strategy. Look for new ideas and continuous improvement, by learning from the best and seeing approaches used elsewhere.

Planning cycle: resource allocation & training in field planning

This stage of the planning cycle is key for Field Operations and there is much to learn from best practice elsewhere, as our Field network grows, we launch our first Field Planning workshop programme and kick-off a cohort in standards benchmarking for field.

Calling planning pioneers: it’s time to plan end-to-end for customers

See how pioneering analysts are learning to optimise capacity and resource across customer journeys (end-to-end) and business siloes (side-to-side or front-to-back). Everything needs to be planned in a joined-up way, driving your workforce strategy. How do you want to become part of this?

Driving improvement in end-to-end processes and back office capacity

Best practice in back office planning offers many of the disciplines that are key to the new digital world as much as the old, as the growth of digital channels creates new tasks and processes. Understand how best practice can be shared and evolved. Find out more.

How omni-channel transforms customer experience in retail at Clarks

See how social media, CAI the Chatbot and a new digital platform are empowering advisors, delivering a dramatic improvement in customer satisfaction and future-proofing this 200-year old brand.

Confidence in planning transforms the operation at Yorkshire Ambulance

See how core planning principles have transformed the ambulance emergency service across Yorkshire, with great collaboration and leadership the key to gaining trust and making change possible.

Wellbeing: build a workforce strategy and grow a culture to support this

Workplace wellbeing and wellness may be high profile, but how do we ensure we are not paying lip- service or ticking boxes? Do you have a fully costed and embedded long-term workforce strategy? Is it embedded in your culture, ‘how we do things here’?

Speech analytics: quality and customer experience at Vitality

See how successful implementation of analytics has transformed the contribution of Quality at Vitality, engaging colleagues and raising care scores up by a quarter, with a 13% drop in lapse rates.

Planning & insight: the heart of an improvement culture at Three Ireland

Empowerment and ownership has given analysts confidence to work in a new way with stakeholders across the business, build new solutions and improve forecast accuracy.

Customer closeness & the ‘advisor of the future’ at The Very Group

See how end-to-end customer journey improvements worth half a million pounds have been delivered within a year, driven by advisors in the model office, using agile transformation methods.
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About us

As an independent association established since 2000, we offer a trusted space for professionals in contact centre, field service, back office or retail operation. Benchmark against the best in class and learn from innovators and pioneers.

Learning Academy

On-demand modules

We have a wide range of virtual modules that you can view at your own pace.

Covid-19 Webinar Series 2

You have a community of support at The Forum. See the series of free webinars to help you through this unusual situation.

Conferences

Customer Strategy & Planning 2021
Catch up on the highlights
Learn first-hand from practitioners and business leaders who are delivering successful change.

National Conferences 2020
Catch up on the highlights
Annual conferences dedicated to the needs of their communities.

Get in touch
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67 Europa Business Park,
Birdhall Lane,
Stockport, SK3 0XA

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